Refund Policy

At MyHealthCop, our top priority is providing exceptional service and total satisfaction to all of our customers. We understand that unforeseen circumstances can arise that may require you to cancel or reschedule a booked session. Our refund and cancellation policy outlines the specifics on how we handle such situations fairly and reasonably.

Initial Cancellation Grace Period

If you need to cancel a booking, we provide a 12 hour grace period from the time of booking during which you can receive a full refund to your original payment method. This allows our customers flexibility in case your schedule changes soon after booking one of our professionals. We will process these refunds within 3 business days of your cancellation request.

Advance Cancellation Policy

If you cancel with 24 hours notice before your scheduled session time, you are eligible to receive a 70% refund of the total booking amount, inclusive of any discounts or promotions applied. The refund will be issued back to your original payment method within 5 business days subject to  approval. We reserve the right to verify cancellations that occur frequently on a single account.

Last Minute Cancellations

For cancellations within 1 - 2 hours of the scheduled session time, refunds are no longer available. However, as a courtesy to our customers, you can reschedule your session one time free of charge if there is availability in the professional's schedule. To reschedule, simply log into your account, find the booking and use the reschedule feature. New session times are subject to the professional's availability.

Promotional Credit Policies

Bookings made using promotional credits, gift cards or other discounts are also eligible for refunds when cancelled within the initial 12 hour grace period from booking. The refund will be for the amount paid out of pocket, not the total value including promotional amounts. Refunds are not available for expired promotional credits or outside of the initial cancellation period.

Professional Late Cancellations

If your professional needs to cancel due to unforeseen circumstances, we will make every effort to notify you as soon as possible. You will have the option to reschedule with that professional based on their future availability or choose an alternate professional for your original session time. If neither option works for your schedule, you can request a full refund of the booking amount.

Limit on Frequent Cancellations

While we aim to be flexible with cancellations when circumstances warrant it, we must also protect our professionals' time and availability. If a customer has 5 or more cancellations within a 90 day period, we reserve the right to suspend booking privileges for 30 days. We will issue warnings before a suspension is put in place.

Refunds on Completed or Expired Sessions

As our professionals dedicate their time and services when a session occurs, refunds are not available on sessions that have already taken place. Refunds also cannot be issued on any booking past the session time and date. Please ensure you cancel or reschedule in accordance with our policy before the scheduled session start time.

Refund Method and Timing

All approved refunds will be issued via the original payment method used at the time of booking. This includes credit card payments, gift cards or other payment types. Timing on when refunds are processed can vary based on your bank and payment issuer. We aim to process all refunds within 5-7 business days, however some refunds may take up to 30 days in rare circumstances.

How to Request a Refund

If you need to cancel your session within the timeframe required for a refund, you can request it directly through your account dashboard. Simply log in, go to your bookings, click on the appointment to cancel and follow prompts to request a refund. You can also contact customer service via phone or live chat on our website for assistance cancelling and receiving a refund.